Achieving success with digital services for parents/carers – Amanda Derrick

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Achieving success with digital services for parents/carers – Amanda Derrick

  1. 1. Connect Digitally: Achieving success with digital services Socitm Insight 9 June 2010 Amanda Derrick Programme Director
  2. 2. Connect Digitally Vision: Services are designed around the family
  3. 3. Connect Digitally starts by understanding parents’/carers’ attitudes… Business Process Modelling Generating Customer Journeys Customer One-to-one Interviews Customer Focus Groups Digital Inclusion research Feedback Surveys Customer Insight
  4. 4. … and identify touch points. For example for free school meals
  5. 5. Connect Digitally has changed FSM from a difficult paper based process…
  6. 6. … to an online service that improves the experience for the family and saves the LA money
  7. 7. Online Free School Meals integrates the back-office and redesigns the front-office LA Back Office School Confirm FSM eligibility to school Paper-based application plus proof of benefits Application processed by local authority officer Internet Parent/carer applies online Meal provided sooner Paper-based application Eligibility Checking Service Home Office DWP HMRC Parent/carer applies by phone or face to face
  8. 8. Evidence of success for free school meals – number of transactions eligibility checking service
  9. 9. … and channel shift in Hertfordshire .
  10. 10. Evidence of success - online school admissions take-up demonstrates a popular and sustainable service
  11. 11. and the results of channel shift in Hertfordshire …
  12. 12. The Connect Digitally approach accelerates change by driving efficiencies and by clear benefits measurement
  13. 13. <ul><li>Business Change </li></ul><ul><ul><li>Solution transference </li></ul></ul><ul><ul><li>Accelerated service improvement </li></ul></ul><ul><ul><li>Accountability for benefits measurement </li></ul></ul><ul><li>Programme activities </li></ul><ul><ul><li>Supplier engagement </li></ul></ul><ul><ul><li>Stakeholder engagement </li></ul></ul><ul><ul><li>Specialist advice and guidance </li></ul></ul><ul><ul><li>Prevention of ‘re-inventing the wheel’ </li></ul></ul><ul><li>Programme products/tools </li></ul><ul><ul><li>Local authorities do not need to create/develop themselves </li></ul></ul><ul><ul><li>Readily available and can be used immediately </li></ul></ul><ul><ul><li>Community of Practice </li></ul></ul>Connect Digitally is leading local authorities in the implementation and take-up of digital services
  14. 14. Connect Digitally Benefits: Improving outcomes for families and delivering efficiency savings <ul><li>For families </li></ul><ul><ul><li>Faster, easier, cost-saving and de-stigmatising services </li></ul></ul><ul><li>For OGDs, LAs, schools </li></ul><ul><ul><li>Efficiency savings, cost-savings </li></ul></ul>£14m £28.5m £45m £66.5m Benefits flyers explain main benefits of OSA, OFSM, OP, CC <ul><li>Benefits accrue from: </li></ul><ul><li>Service take-up acceleration </li></ul><ul><li>Connect Digitally tools and resources </li></ul>
  15. 15. What to do next <ul><li>Join the Connect Digitally Community of Practice and register at: http://www.communities.idea.gov.uk </li></ul><ul><li>Contact [email_address] for further support </li></ul>

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